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Great Western Coffee Shop > All across the Great Western territory > Fare's Fair > Rail Travel Vouchers to be replaced by cash refunds/compensation. - BBC News
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Author Topic: Rail Travel Vouchers to be replaced by cash refunds/compensation. - BBC News  (Read 29013 times)
ChrisB
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« Reply #45 on: July 22, 2015, 10:04:32 »
I wasn't aware that they were offering a credit to your e-account.....
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Timmer
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« Reply #46 on: July 22, 2015, 10:17:22 »
Quote from: ChrisB on July 22, 2015, 10:04:32
I wasn't aware that they were offering a credit to your e-account.....
I would like it if they did.
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ChrisB
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« Reply #47 on: July 22, 2015, 10:21:27 »
Something else that comes in the same changes to NRCoC▸ (National Rail Conditions of Carriage) that failed to get a mention in the press.

From Network Rail

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The changes also offer improvements for passengers who lose their season ticket. Previously, passengers could only have their season ticket replaced once, but from today this limit has been removed. This covers existing and newly issued tickets.

Passengers with duplicate season tickets who no longer require them can also now receive a refund, whereas previously they could not. Train companies can still refer or refuse applications for issuing or refunding duplicate season tickets if there are grounds to suspect fraud.
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IndustryInsider
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« Reply #48 on: July 22, 2015, 10:24:53 »
Given the value of many season tickets, they are both very welcome developments.
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« Reply #49 on: July 22, 2015, 10:41:11 »
Quote from: ChrisB on July 22, 2015, 10:21:27
Something else that comes in the same changes to NRCoC▸ (National Rail Conditions of Carriage) that failed to get a mention in the press.

From Network Rail

Quote
The changes also offer improvements for passengers who lose their season ticket. Previously, passengers could only have their season ticket replaced once, but from today this limit has been removed. This covers existing and newly issued tickets.

Passengers with duplicate season tickets who no longer require them can also now receive a refund, whereas previously they could not. Train companies can still refer or refuse applications for issuing or refunding duplicate season tickets if there are grounds to suspect fraud.

The press may have failed to pick it up, but I didn't.  Wink

http://www.firstgreatwestern.info/coffeeshop/index.php?topic=15897.0
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Oxonhutch
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« Reply #50 on: July 22, 2015, 11:03:12 »
Quote from: IndustryInsider on July 22, 2015, 10:24:53
Given the value of many season tickets, they are both very welcome developments.
Indeed. I was looking into how I could insure mine if I had to get a duplicate early in its validity.  It was a serious liability.
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didcotdean
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« Reply #51 on: August 20, 2015, 20:41:44 »
Quote from: bignosemac on July 21, 2015, 22:55:24
First Great Western have decided that if you want a cash refund it will be at the rates published in the National Rail Conditions of Carriage. If you opt for Rail Travel Vouchers it will be at the rates published in their Passenger's Charter.

...

Well done FGW▸ (First Great Western) for making the compensation arrangements even more difficult and anti-passenger. Why couldn't you just match the cash compensation arrangement to those in your passenger charter? Oh, I see, because the NRCoC▸ (National Rail Conditions of Carriage) is less generous in most cases and it just isn't good customer service in your eyes to go above and beyond.  Angry Angry Angry Roll Eyes Roll Eyes Roll Eyes

Money Saving Expert complained to the DfT» (Department for Transport - about) about FGW paying differential rates of compensation for cash rather than vouchers. FGWs response to the DfT is that it was all an 'error', and they will pay the same and anyone previously shortchanged can claim the difference.

Now I wonder whose 'clever' idea this all was because the outcome is a humiliation to FGW.
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JayMac
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« Reply #52 on: August 20, 2015, 20:47:11 »
Victory!  Grin

That is excellent news. Looks like I wasted a stamp complaining to Transport Focus after FGW▸ (First Great Western) confirmed in writing to me that the different compensation arrangements were correct. 

I was expecting another fob off from Transport Focus as they can often be toothless. So it's great to learn that Money Saving Expert were on the case. Martin Lewis has a lot more clout than me.

I've actually got an outstanding delay compensation claim with FGW. I opted for RTVs because of the aforementioned differential. I'll be sending them back and requesting a cheque.

I also don't buy FGW's excuse that this was an error. It was a conscious decision. It must have been as it was consistently reinforced by customer services and FGW's social media team. It only became an 'error' when a consumer organisation and the DfT» (Department for Transport - about) got involved. Funny that.  Roll Eyes
« Last Edit: August 20, 2015, 20:58:13 by bignosemac » Logged
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bobm
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« Reply #53 on: August 20, 2015, 20:53:15 »
Quote from: bignosemac on August 20, 2015, 20:47:11
Martin Lewis has a lot more clout than me.

Oh I don't know - he has never persuaded me to buy him a pint.   Grin Grin
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